SuStainability report - SocialFunds.com

Most frequent complaintsThe most frequent complaints ofBradesco’s customers include: unduedebits, charging a maintenancefee, delay in obtaining a copy ofdocuments/statements related toeconomic plans, early payment ofloans and delays in bank lines.There was a considerable increase in thenumber of complaints in 2008 comparedto 2007. This is due to some specificfactors: customer service of BancoBMC, a company of the Organization,was incorporated into the scope of theOmbudsman in December 2007, whichincreased complaints at Procons andthe Brazilian Central Bank; Bankpar(Amex Cards), merged in April 2008,also contributed to increase first-levelcomplaints; on September 22, 2008,the 24-hour a day, 7 days a week serviceAlô Bradesco/SAC became operational,anticipating the official enactment ofDecree-law 6,523 to come into force onDecember 1, 2008, which resulted in asubstantial increase of 46%.Financial indemnificationsIn 2008, the following payments were made:45 lawsuits amounting to R$ 260,145.99,due to service delays, not grantingloans, offensive service or providingincomplete information, among others;75 lawsuits amounting to R$ 360,797.65,due to embarassment when usingrotating security doors; and9 payments of lawsuits amounting toR$ 72,799.76, due to breach of customerbanking confidentiality.Bradesco Seguros e Previdência(Insurance and Private Pension)OmbudsmanSince 2003, Bradesco Seguros ePrevidência has had an exclusivechannel for complaints, suggestionsand compliments of customers andbrokers. A pioneer in the insurancemarket, the Ombudsman serves theinsurance, supplementary privatepension and certificated savingssegments, defending rights, preventingand solving conflicts. Service isrendered by the “Alô Bradesco Seguros”channel. Customers receive responsesin no more than five business days.Annual contact reportBradesco2004 2005 2006 2007 2008SegurosComplaints 16,829 18,654 15,032 12,268 17,462Suggestions 259 140 159 129 203Compliments 334 328 281 275 409Total 17,422 19,122 15,472 12,672 18,074In January 2008, a new access channel was made available, “Talk to theOmbudsman,” via the Internet. In 2008, this channel received 3,117 requests,accounting for 17.25% of the total.The increased comments and complaintsin 2008 were also due to the creation of FaleOuvidoria (Contact the Ombudsman),which facilitated access for more people,and a higher base of policyholders andparticipants of the Group plans by 14.5%between 2007 and 2008.Satisfaction surveysWe regularly do satisfaction surveyswith customers from several segments,c o o rd i n a t e d by t h e Ma rketingDepartment and administered by